The role of IT Service Delivery Manager oversees the IT Infrastructure Service Delivery in their local region and/or country together with their Regional Service Delivery and in close cooperation with the Global IT functions like IT Infrastructure, IT Security, or Solution Delivery.
The role ensures a reliable and efficient IT infrastructure service delivery towards the regional and local businesses based on global IT infrastructure service definitions, including related standards, SLAs, and KPIs; they act as a bridge between local and regional business functions and their requirements while acting as a collaboration and escalation point for local/regional management, especially but not only related to IT infrastructure services provided in the respective regions.
This role ensures that the local / regional business stakeholders are well informed about the global IT infrastructure standards, roadmaps, projects, and operations. On the other hand, the role is acting as a counterpart for local requirements, escalations, and operational issues and ensuring that Global IT functions are informed, understand these, and act accordingly.
The role is responsible for local contract management, reliable operation of local IT infrastructure systems and services, local vendor management, and local compliance requirements for IT.
The Service Delivery Manager supports the successful project execution of global IT projects locally and executes local IT projects (e.g., office moves).
Primary Responsibilities
- Actively support, contribute to, and participate in the Global IT Service delivery team; drive towards global standards and ensure local requirements are captured and delivered. Supports cross-regional collaboration.
- Manage and oversee regional and local infrastructure, including IT-related facilities and legacy systems, with a focus on harmonizing them to global standards and supporting the organization's long-term infrastructure strategy.
- Oversee the day-to-day IT service delivery across Olympus manufacturing sites, warehouses, and offices within the respective region and/or local entity.
- Support the development and implementation of a roadmap to standardize local IT services in alignment with global strategies.
- Support the Global IT Infrastructure teams (and other Global IT functions) in the delivery of Global IT Services and Projects, and ensure regional and local impacts are considered in time.
- Execute local IT projects like office moves, office changes, or other similar needs in alignment with global IT standards.
- Ensure that local IT compliance requirements are understood, communicated, and delivered.
- Support local and regional IT vendor and partner management, ensuring SLAs and contractual obligations are met.
- Ensure local and regional vendor activities align with global procurement and compliance standards while retaining flexibility for local operational needs.
- Identify opportunities to improve infrastructure service delivery and the impact of future trends and align those findings with the respective functional leads.
- Be a contact and escalation point for Regional Business Engagement team and Local / Regional business stakeholders covering local needs, demands, inquiries, questions and escalation to ensure high customer satisfaction due to a reliable IT service delivery.
- Support IT budgeting and forecasting for infrastructure-related services in the respective region.
- Support the management of the annual IT infrastructure budget for the region, ensuring alignment with global financial guidelines and strategic priorities and that the status and any deviances are reported.
- Support accurate forecasting and cost estimations for infrastructure upgrades, hardware/software refresh cycles, and project rollouts.
- Support the full lifecycle of IT infrastructure assets in the region, including procurement, deployment, maintenance, and disposal in accordance with global asset management policies in close alignment with the IT Infrastructure function leads.
- Support periodic physical handling and audits of IT assets in the local entities
- Enforce IT security, compliance, and operational risk controls within the region as per global standards.
- Support global audits and ensure readiness of infrastructure for ISO, ITGC, or other regulatory requirements
- Other responsibilities / duties as assigned.
Why work at Olympus
At Olympus, we are committed to fostering a high-performing culture, a collaborative environment, and empowering everyone to shine. Our shared values—integrity, empathy, long-term view, agility, and unity—form the foundation of our culture and guide our behavior. These values ensure that our people feel they are making a meaningful difference every single day.
What we are looking for:
Education
- Bachelor's degree or higher in data science, computer science, information technology, information systems, statistics, or any other related field. An equivalent of this requirement in working experience is also acceptable.
Experience
Specialized experience
- Minimum 5 years of experience in the field of IT infrastructure service delivery within a regional or local responsibility in a complex business environment.
- Proven experience working with offshore service providers.
- Strong Technology Infrastructure technology and process (ITSM/ITIL) know-how.
- Extensive technology infrastructure project experience.
- Experience in working in an Agile IT environment would be a preference.
Skills
- Expertise in ITIL processes and industry best practices; certifications such as IT Service Management (ITIL Foundation or higher), CCNA, PMP, or similar are preferred.
- Wide scope of technical knowledge of personal computing technology, including hardware technology.
- Ability to learn new technologies that may enhance ITSM processes and service delivery.
- Expert operational knowledge of technology infrastructure and associated processes.
- Demonstrable knowledge of infrastructure products, services, and techniques required to support effective technology infrastructures.
- Excellent interpersonal and communication skills.
- Excellent problem-solving and analytical skills.
Apply Now:
To submit your interest in this opportunity, select Apply for this job.
Want to know more
Confidential discussions are welcome; contact our TA Partner.
Olympus is an Equal Opportunity Employer.
We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a nondiscriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.
